New Delhi — The BMC Tech Summit in New Delhi brought together a diverse array of senior technology leaders from government and industry to engage in a comprehensive CXO roundtable discussion on the topic of ‘Connected Digital Ops: Driving the Future with AI & Data.'
The focal point was the transformative potential of AI and the importance of connected digital operations. Moderated by Mohd Ujaley, Editor of Tech Observer, the discussion showcased insights from a range of experts, highlighting both challenges and opportunities in the rapidly evolving AI-led tech landscape.
Reflecting on the tangible impacts of AI on operational efficiency, Rajesh Singh, VP IT Head at JK Cement, said, “The ability to generate reports within hours instead of days is a game-changer.” Singh emphasised the significance of AI in handling complex data, likening it to an autopilot system that streamlines processes previously burdened by manual oversight. “AI's capability to sift through vast amounts of data and provide concise summaries is revolutionising how we operate,” he added.
Arvind Kumar Shrivas, Technical Director at ORGI, Ministry of Home Affairs, echoed these sentiments, highlighting the evolution of census data collection from paper-based methods to digital platforms. “W ha've moved to digital systems, significantly reducing the time and effort required for data processing and publication,” he stated. Shrivas also pointed out the development of mobile apps to further streamline data collection and dissemination, underscoring the government's commitment to embracing technology.
Agreeing with these assessments, Shailesh Tripathi, Executive Director at HUDCO, noted that compliance has become a critical yet cumbersome factor for the infrastructure finance company. He stated that AI-led high-end automation can be a ‘great enabler' for any organisation.
V. Baburaj, General Manager of the Airport Authority of India, highlighted that despite the significant role of high-end automation, a substantial portion of tasks in the aviation sector are still performed manually. However, there is a gradual shift towards increased automation. He emphasized that with enhanced trust and security, the adoption of AI in the public sector will accelerate, leading to more efficient and streamlined operations.
Domain-Specific Models: The Key to Effective Data Utilisation
While the tangible impacts of AI on operational efficiency are significant, enterprises must be mindful of the limitations and current challenges with AI models, especially around data cleaning, hallucination, and accuracy, said Mohd Ujaley, arguing that domain-specific models could be key to effective data utilisation.
Supporting the view, D S Rao, R&D Leader in Digital Service and Operations Management at BMC Software, emphasised the importance of creating domain-specific models. “We are creating models tailored to particular domains, whether it's operations data or IT service management data,” Rao explained. He highlighted the limitations of generic models, advocating for solutions that leverage domain-specific insights to enhance accuracy and relevance.
Echoing this sentiment, S N Tripathi, Executive Director of NTPC, underscored the necessity of domain-specific data for sustainability. “Generic data will not be sustainable. It needs to be tailored to specific use cases to be effective,” Tripathi stated, reinforcing the importance of contextual relevance in data management.
Platform-Agnostic Solutions: Flexibility in Data Integration
Sakaar Anand, India Country Head and Head of HR at BMC Software, introduced the concept of platform-agnostic solutions. “BMC works on platform-agnostic solutions, enabling data capture from various systems, whether it's a private cloud, hybrid cloud, or on-premises,” Anand said. He highlighted BMC's Helix dashboard, which transforms raw data into actionable insights, demonstrating the versatility of their solutions in different IT environments.
Challenges of Data Quality and Model Drift
Koyelia Ghosh Roy, Senior AVP and Enterprise BI COE Lead at EXL Service, raised critical points about data quality and the challenges posed by hyperscalers. “The data used to train models must be clean and relevant. The explainability of data is crucial, especially when dealing with hyperscalers who have vast amounts of data,” Ghosh Roy noted. She also touched upon the phenomenon of model drift, emphasising the need for continuous retraining of models to maintain their effectiveness over time.
Concurring with the view, Poonam Kale, Area Vice President of R&D in Enterprise Service Management at BMC Software, said, “We need to address the quality of data from the source, ensuring that the information used to train AI models is accurate and reliable.” She also mentioned the use of reverse engineering and agile methodologies to enhance data quality and model performance.
The Human-Machine Synergy
Talking about the evolving relationship between humans and machines, Rajesh Singh of JK Cement said: “Machines are getting smarter, but we must remember the importance of human oversight. Dependency on machines can lead to situations where errors go unchallenged,” Singh warned. He illustrated this with an example of complex report generation, where over-reliance on automated systems can obscure the underlying logic, making it difficult to identify and correct errors.
DIG B Ranjan from the Indian Coast Guard added a practical perspective, stressing the importance of feedback systems in automated processes. “Any system needs a feedback mechanism to ensure continuous improvement,” Ranjan said, highlighting the iterative nature of refining AI systems.
The Future of AI in Government and Enterprise
Dr. Col. Pankaj Dikshit, CTO, Government eMarketplace (GeM), shared insights into AI applications within the government sector. “We have developed AI-based chatbots and conversational BI tools to streamline processes. The goal is to replace traditional helpdesks with AI-driven systems,” Dikshit explained. He highlighted the importance of contextual relevance and data partitioning to prevent issues like hallucinations in AI responses.
The Path Ahead: Embracing AI with Caution and Innovation
The discussion concluded with a consensus on the transformative potential of AI, tempered with caution about its challenges. “AI is just the beginning of a new era in digital operations,” said Gagan Varshney, India Country Manager at VSE – India, BMC Software. “We must navigate this landscape with a balance of innovation and prudence.”
The BMC Tech Summit highlighted the critical interplay between AI, data, and human oversight in driving the future of digital operations. As industries and governments continue to harness the power of AI, the insights provide a roadmap for leveraging technology while maintaining a human-centric approach.
